How online service recovery approaches bolster recovery performance? : a multi-level perspective
Year of publication: |
March 2016
|
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Authors: | Li, Chia-Ying ; Fang, Yu-Hui |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 10.2016, 1, p. 179-200
|
Subject: | Mechanistic approach of service recovery | Organic approach of service recovery | Recovery efficacy | Recovery accountability | Recovery performance | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management |
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